Call Center Representatives

Tasks

• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

• Check to ensure that appropriate changes were made to resolve customers' problems.

• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

• Refer unresolved customer grievances to designated departments for further investigation.

• Determine charges for services requested, collect deposits or payments, or arrange for billing.

• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

• Solicit sales of new or additional services or products.

• Order tests that could determine the causes of product malfunctions.

• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.

• Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.

• Review insurance policy terms to determine whether a particular loss is covered by insurance.

• Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.

• Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.

Skills

• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.

• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

• Speaking - Talking to others to convey information effectively.

• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

• Persuasion - Persuading others to change their minds or behavior.

• Service Orientation - Actively looking for ways to help people.

Knowledge

• Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.

• Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

• Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

• English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.